When I have questions, I prefer to phone, because communication by e-mail can be delayed for several days. It is good, that in your shop I have the possibility communicate with support manager by phone.
I have a seven years experience of on-line shopping, so I know, that sometimes problems can occur. But I've done already 5 orders and its all arrived in time, in perfect condition and without any problem. Service quality - 10 of 10. I'm your regular customer.